Account Manager - Medical Cannabis Industry

Location: Old Street, London. The company requires the successful candidate for this role to be at the office five days a week, although the company does allow for flexibility when required.

Industry Context

Medical cannabis has been legal in the UK since 2018, with over 60,000 patients currently prescribed medical cannabis through private clinics. These numbers are consistently growing. Over 99% of prescribed medical cannabis products in the UK are imported by distributors and sold to private clinics for patient prescriptions.

Company Overview

My client, founded in 2023, is an innovative and upcoming medical cannabis importer, distributor, and wholesaler in the UK. Established by a team of experienced founders with extensive experience and a proven track record in the medicinal cannabis space, including importing and distributing medical cannabis, their mission is to become a leading, reliable, and trusted partner for UK healthcare organizations whose patients can benefit from medicinal cannabis.

As the company is in its early stages, it seeks individuals eager to be part of an empowered, motivated, and cohesive team building something that can have a significant and positive impact on people’s lives. An ideal candidate will be motivated by the opportunity to be hands-on and by the chance to continuously improve systems now and as the business evolves, whilst embodying a disciplined, collaborative, and systematic approach.

Job Summary

The Account Manager, reporting into the CCO, plays a crucial role in providing exceptional customer service, including handling enquiries from customers who are likely to be either a Private Clinic, Pharmacy or medical cannabis/pharmaceutical wholesaler, whilst following the Quality Management System (QMS). This position involves ensuring high-quality account management, customer service, maintaining compliance with healthcare and legal regulations, and effective management of staff and resources.

Key Responsibilities

• Responsible for establishing and managing relationships with customers and prospective customers in the market, serving as their primary contact and trusted partner.
• Ensuring all customers are onboarded in a compliant manner, coordinating with the Quality Manager and ensuring that customers are aware of relevant contacts and processes.
• Responsible for customer orders and forecasts, ensuring orders are received, processed, and tracked against demand, coordinating closely with the Supply Chain and Stock Manager to ensure that stock management processes are followed.
• Respond to all customer enquiries and complaints, ensuring they are handled and dealt with in an effective and compliant manner and in compliance with the QMS.
• Work with the Product and Supplier Manager and Quality Manager to obtain approved information relating to products and the formulary to share with customers when requested and where permitted by law and regulation.
• Ensure that customer requirements are thoroughly understood so that any potential gaps in the formulary, qualitative feedback, and potential opportunities to meet clinical demand can be communicated to the Product and Supplier Manager.
• Maintain regular contact with customers to understand any changes in their needs, finances, or other business dynamics. Tailor solutions and support services to meet the unique needs and challenges of each customer.
• Prioritise and onboard new customers efficiently, coordinating with team members responsible for the Quality Management System and Standard Operating Procedures.
• Effectively manage expectations for potential new customers, ensuring that the company is able to sustainably grow its customer base without creating a risk to the continuity of supply to existing customers.
• Collaborate closely with the entire team to identify and prioritise potential leads and opportunities to achieve the company’s strategic objectives.

Qualifications & Skills

• You must have extensive experience in B2B customer service, account management, customer success, client management within highly regulated consumer markets such as Alcohol, Tobacco, OTC Pharmaceuticals, Supplements/Vitamins, Nutraceuticals, Cosmetics, Health foods, Cigars, CBD, Nutritional products, FMCG Food & beverage, Pharma, Unique luxury consumable products.
• You must have an interest in working with Medical Cannabis and a desire to learn about this industry and contribute.
• Strong understanding of regulatory compliance and quality assurance standards.
• Ability to work autonomously, whilst being proactive and solution oriented.
• Excellent organizational, analytical, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• You are customer orientated whilst having a commercial focus.

Compensation & Benefits

£40,000 – £75,000 depending on experience and seniority level (the client is open to candidates at varying levels). Above-standard pension contribution. 25 days holiday + bank holidays. Work phone & laptop provided. Two additional well-being days per year. Ongoing training & development opportunities, including an industry-leading Medical Cannabis course to get you up to speed during your onboarding.

Applying

If this sounds interesting and you would like more information, please apply through this site or email your CV to aj.mishra@luminorecruit.com. Referral fees are available if you know someone suitable. Applicants must be based in the UK and have the right to work. Sponsorship is not available. Successful candidates will undergo DBS & reference checks before employment.